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Scenario · Community Pharmacy

Assist pharmacy customers with medicines within your scope

You are a pharmacy assistant on the front counter of the Cranbourne pharmacy.

Intermediate2 to 3 hours8 tasks
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The situation

What has happened

It is Friday afternoon at the Marketplace Community Pharmacy. Amanda Okafor is dispensing with a queue of scripts and Liam O'Callaghan is preparing the aged care delivery. Last week a customer complained that she was not asked her grandchild's age when she enquired about a cough medicine, and last Friday a customer refused a pharmacist only medicine became abusive. Today customers will ask about a cough and cold product for a child, an anti-inflammatory for a customer who mentions he takes blood thinners, a pharmacist only medicine for a sleep problem, and vitamins for a pregnant customer. The protocol cards are at the counter.

Your brief. Serve each customer courteously, work through the protocol questions for every medicine enquiry, supply only within the pharmacy assistant's scope, refer to the pharmacist whenever the policy requires, protect privacy and record any enquiry that needs follow-up in the customer feedback register.
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Tasks

Deliverables

  • Protocol question records for the four enquiries with the referral decision
  • Customer feedback register entries for any follow-up
  • Stock register updates for the pharmacy lines
  • Reflection on the respectful behaviour steps

Documents to use

Systems to use

Customer Feedback and Complaints Register

Records every complaint, compliment and suggestion received in store, online or on social media and tracks it to resolution.

Stock and Inventory Register

Tracks products, stock on hand, reorder points, suppliers and counts across supermarket, fashion, pharmacy and online ranges.

For trainers and assessors

Units of competency

Current on training.gov.au for the Retail Services Training Package as at 10 September 2026.

SIRCCCS001Interact with pharmacy customers
SIRCIND002Support the supply of Pharmacy Medicines and Pharmacist Only Medicines
SIRCPPA005Assist customers with cough and cold relief products
SIRCPPA010Assist customers with analgesic and anti-inflammatory products
SIRCINF001Use pharmacy practices for infection control
SIRCPPA001Assist customers with vitamins, minerals and supplements

Qualifications

SIR20116Certificate II in Community Pharmacy
SIR30116Certificate III in Community Pharmacy
Assessor notes

What to look for

Evidence guide

Observe or role-play each enquiry. The student must ask who the medicine is for every time, identify the child, the blood thinner and the pharmacist only request as referrals, and never supply outside scope. Look for privacy in how conversations are held, correct infection control for the blood pressure check and complete register entries. The reflection must follow the withdraw and call a supervisor steps.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.